ComplaintsforPuppywood Pet Resort

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/4/2023 My dog ******* has been going to day care at least three times a week for over a year. He is 1 1/2 now. I have instructed the staff there numerous times not to let my dog have toys because he has teeth that could gnaw and chew through virtually anything. For some reason they gave dogs toys. My dog ended up with one and he didn't want to give the toy up. Dogs were trying to take the toy. Dogs were agitated as this was happening apparently in the open play yard with other dogs. Instead of taking my dog out of the play yard with all of the other dogs and using proper techniques to get the toy away from the dog (diversion, calm words, caging, treat substitute) some worker (named Audrey) tried to take the toy away forcefully while another worker was trying to coral the other dogs in the play yard. I was told that my dog refused to give up the toy and bit the staff member. I came in the facility to pick up my dog as soon as I listened to the voice mail. There were supervisory staff members there, they wouldn't let me review any camera footage and the lady who was supposedly bitten had already gone. I have this conversation on tape. There are cameras there so I am going to view the tape but what the manager described to me (her name is Brooke) was a total lack of training on the staff's part on how to diffuse the situation. They escalated instead of de-escalating and the staff caused the situation. Now they have banned my dog. My dog has not ever bitten anyone. My dog has never been that aggressive towards anyone. They always had positive and sweet things to say about my dog. Now they are lying saying my dog has been nipping for a couple of weeks but never told me via in-person conversation, email, text or voicemail until now. They need to allow my dog back in and retrain their staff. I am not paying money for dog training when their staff caused the problem.

  Business response

  12/18/2023

  Dear ****,
  
  We understand that losing daycare access has been disappointing, and we want to address your concerns with the utmost transparency.
  
  After careful consideration and a thorough evaluation, it was necessary for us to make the difficult decision to discontinue group play for ******* within our daycare setting. This decision was not taken lightly, but rather stems from our commitment to prioritizing the safety and well-being of all our pets and dedicated staff members. During ******** last visit, we observed instances of aggressive behavior and an unfortunate incident where a staff member was bitten. As you can imagine, our top priority is to create a safe and secure environment for both pets and staff alike.
  
  While we understand how important daycare socialization is for your pet, our responsibility is to ensure a safe space for all Pet Guests and Staff Members alike.
  
  We would be happy to try ******** again in the future after professional training sessions to address and modify specific behaviors. In the meantime, if you are interested we can Discuss our Private Care Options. Our goal is to support you in finding a solution that ensures the happiness and well-being of *******.
  .
  We genuinely appreciate your understanding and cooperation in this matter. Our team is here to provide assistance and answer any questions you may have. Please feel free to reach out to discuss any concerns or explore the available alternatives further.
  
  We look forward to working together to find the best possible solution for your pet's unique needs.
  Best regards,
  Brooke H****, Center Manager, ************************

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